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Senior
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jobs
Online Customer Service Specialist
Natalie Kinsey
,
Greater Manchester, United Kingdom
Experience
Other titles
Skills
I'm offering
Im an experienced online customer service agent who got promoted to customer service trainer within two month. I have experience sticking to KPIs and SLAs.
I have used systems such as Zendesk, Freshdesk and Shopify to resolve customers queries both through email & social media.
I have used systems such as Zendesk, Freshdesk and Shopify to resolve customers queries both through email & social media.
Markets
United Kingdom
Links for more
Once you have created a company account and a job, you can access the profiles links.
Industries
Language
English
Fluently
Ready for
Ongoing relation / part-time
Available
My experience
2020 - ?
job
Ecommerce Customer Experience Executive
Social Chain.
• Responsible for driving forward systems and processes that create incredible experiences, whilst ensuring to deliver best in class social customer experience across multiple brands, including SPORF (12.9 million followers on Instagram) & Gamebyte (6.5 million followers on Facebook).
• Integrate customer experience tools with social media and e-commerce platforms.
• Use technology in order to create innovative experiences within social media and across brands websites.
• Report on customer experience KPI's taking responsibility for improving Social Chains LINKS overall service level.
• Manage technical integrations between softwares and tools, whilst thinking tech-first to advance operations.
• Ensure stock is in the right place at the right time in order to fulfill customers' expectations.
• Integrate customer experience tools with social media and e-commerce platforms.
• Use technology in order to create innovative experiences within social media and across brands websites.
• Report on customer experience KPI's taking responsibility for improving Social Chains LINKS overall service level.
• Manage technical integrations between softwares and tools, whilst thinking tech-first to advance operations.
• Ensure stock is in the right place at the right time in order to fulfill customers' expectations.
Social Media, Operations, Ecommerce, Websites, Customer experience, Instagram, Facebook, E-commerce, Service, Technology, KPI, Social, Processes, Customer
2020 - 2020
job
Customer Service Trainer
ISAWITFIRST.
(Manchester/Remote)
• Provide excellent training to the Operational Customer Care teams that include new starter training, recurrent / ongoing training and launches of new propositions to all markets.
• Providing coaching through a variety of vibrant, fun and educational training methods that drives the operational
objectives.
• Liaise with Team Leaders and Managers on new starters performance for probation periods and arrange and follow up refresh training through the life-cycle of their position.
• Creatively and accurately creating, implementing and keep information up to date for training materials to ensure
the company are keeping the customers safe and the business compliant.
• To support the department when Team Leaders or Customer Care Manager in driving the teams. Ensuring all
work is completed.
• Using systems such as Zendesk, Shopify, Social Media, Slack and Jira.
• Provide excellent training to the Operational Customer Care teams that include new starter training, recurrent / ongoing training and launches of new propositions to all markets.
• Providing coaching through a variety of vibrant, fun and educational training methods that drives the operational
objectives.
• Liaise with Team Leaders and Managers on new starters performance for probation periods and arrange and follow up refresh training through the life-cycle of their position.
• Creatively and accurately creating, implementing and keep information up to date for training materials to ensure
the company are keeping the customers safe and the business compliant.
• To support the department when Team Leaders or Customer Care Manager in driving the teams. Ensuring all
work is completed.
• Using systems such as Zendesk, Shopify, Social Media, Slack and Jira.
Social Media, Coaching, Jira, Shopify, Training, Customer service, Service, Safe, Support, Zendesk, Social, UP, Manager, Customer
2020 - 2020
job
Claims Specialist
Suncorp Group.
Australia whilst travelling)
3 months
• The primary point of contact for customers through inbound and outbound calls using system Avaya for customers
who had experienced major loss or damage to their property.
• Progressed to handle all customer live chat enquiries ensuring KPI's were always met.
3 months
• The primary point of contact for customers through inbound and outbound calls using system Avaya for customers
who had experienced major loss or damage to their property.
• Progressed to handle all customer live chat enquiries ensuring KPI's were always met.
KPI, Customer
2016 - 2019
job
Social Media and Digital Content Coordinator
SJM Concerts.
3 years
• Managed all social media and branding of 6 pages large and small including well known UK festivals whilst
working closely with external sponsorship teams.
• Nurtured and increased follower and engagement statistics whilst taking the lead on the social media content
strategy.
• Created content using Adobe Spark, whilst managing and outsourcing graphic designers to assist on
workload for Festivals.
• Developed innovative ideas, engaging content and campaigns to accelerate the brand ahead of competition.
• Had GIFs created and uploaded them to GIPHY onto branded web pages to ensure GIFs were searchable
on Instagram for all Festival brands. HERE.
• E-commerce expertise including WordPress backend website management, copywriting, uploading content,
blog writing and SEO.
• Commenced in research into new and existing markets, new social channels, and competitor activity.
• Controlled digital marketing budgets including Facebook, Twitter, YouTube, Instagram, Instagram stories and TikTok. (One of the first brands to use TikTok in the UK for our Little Mix tour campaign).
• Introduced and developed successful influencer marketing campaigns such as Spice Girls 2019 tour
announcement which contributed to the tour selling out instantly.
• Analysed data and statistics collated into a report for wider team use and presented to stakeholders.
• Managed all social media and branding of 6 pages large and small including well known UK festivals whilst
working closely with external sponsorship teams.
• Nurtured and increased follower and engagement statistics whilst taking the lead on the social media content
strategy.
• Created content using Adobe Spark, whilst managing and outsourcing graphic designers to assist on
workload for Festivals.
• Developed innovative ideas, engaging content and campaigns to accelerate the brand ahead of competition.
• Had GIFs created and uploaded them to GIPHY onto branded web pages to ensure GIFs were searchable
on Instagram for all Festival brands. HERE.
• E-commerce expertise including WordPress backend website management, copywriting, uploading content,
blog writing and SEO.
• Commenced in research into new and existing markets, new social channels, and competitor activity.
• Controlled digital marketing budgets including Facebook, Twitter, YouTube, Instagram, Instagram stories and TikTok. (One of the first brands to use TikTok in the UK for our Little Mix tour campaign).
• Introduced and developed successful influencer marketing campaigns such as Spice Girls 2019 tour
announcement which contributed to the tour selling out instantly.
• Analysed data and statistics collated into a report for wider team use and presented to stakeholders.
Website, Backend, Social, Campaign, Web, Sponsorship, Coordinator, Festival, Adobe, Outsourcing, Blog, Twitter, Statistics, Spark, Content, Marketing, Youtube, Management, E-commerce, Facebook, Instagram, Research, Writing, Backend, Seo, Branding, Copywriting, Wordpress, Social Media, Digital Marketing
2019 - 2019
freelance
Digital Marketing Consultant
Blue Sky Debt Solutions.
5 months
• Budgeted all online spend through Facebook ADs Manager and Instagram to generate new leads.
• Built a new website and chat bot for the company.
• Created Social Media pages and populated them with content and branded skins.
• Built the companies brand guidelines.
• Directed the customer from FB & IG ads through to the BSDS' website to speak to the bot, the information was
generated onto an excel sheet, I'd then upload the content off the excel sheet into the Website CRM which was
then shared with IVA consultant.
• Budgeted all online spend through Facebook ADs Manager and Instagram to generate new leads.
• Built a new website and chat bot for the company.
• Created Social Media pages and populated them with content and branded skins.
• Built the companies brand guidelines.
• Directed the customer from FB & IG ads through to the BSDS' website to speak to the bot, the information was
generated onto an excel sheet, I'd then upload the content off the excel sheet into the Website CRM which was
then shared with IVA consultant.
Marketing, Digital Marketing, Social Media, Excel, CRM, Instagram, Facebook, ADS, Website, Content, Online, Social, Manager, Customer
My education
2013
-
2016
University of Sussex
Bachelors, Music Business, 2
Bachelors, Music Business, 2
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